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NDA-24282 (E) CHAPTER 5
Page 277
Revision 1.0
NON-ACD CALL - ACD
N-14A NON-ACD CALL - ACD
GENERAL DESCRIPTION
This feature allows agents and supervisors to receive calls from and place calls to other ports in the system (e.g.,
PBX stations, attendants, trunks). When and agent or supervisor position is called using their PBX directory
number, the call appears on the PBX line provided for that purpose. The same PBX line also permits agents and
supervisors to place outgoing calls.
OPERATING PROCEDURE
The operation to place and receive calls on the PBX line is like any other PBX line with all the associated
privileges and restrictions.
SERVICE CONDITIONS
1. The PBX line is not essential to ACD operation. Both agents and supervisors can operate without a PBX
line. Agents and supervisors would only lose the ability to place non-ACD calls.
2. Direct incoming calls to PBX lines are permitted. When a call is received, or placed, on a PBX line, it is
tagged as a non-ACD call by the MIS.
PROGRAMMING
Refer to Assignment of ACD Position Data in Chapter 7.